Overall Satisfaction with Submittable
My team administers two tax credit programs for nonprofit organizations throughout the state of Missouri. These programs operate similarly to grants in that applicants must meet eligibility criteria and then complete an application. We utilize Submittable to accept applications, message applicants, and run reports. The business issues addressed are the reduction in labor time when reviewing applications (we implemented a Submittable word limit), and the reduction in labor time conducting clerical work with confirmation of receipt emails, creating paper file folders, and printing additional documentation for the project file.
- Communication with applicants via the messaging feature that syncs to email.
- Communication with staff with notifications that there are applications needing review.
- User friendly report creation
- User friendly application development (especially the variety of questions types)
- Creating charts could be more user friendly, as they do not translate perfectly when importing from Excel.
- It would be nice if data entered to charts by the applicant could be captured in staff reports.
- Customer Service does not have a phone presence, only FAQs. It would be helpful to work with someone over the phone during troubleshooting.
- Improved Customer Relations
- Reduced Application Review from 100 days to 25 days
- Reduced customer time spent filing application from 60 hours to an average of 26 hours
When I first learned to build forms and reports in Submittable, it did require training from more experienced users. Thinking through loopholes such as when building a report that only has a sole reviewer, each field will be automatically captured for each possible reviewer (in our case 4) so we could potentially build out a report that has an excessive amount of blank fields. This was not intuitive and required a logical explanation on what to expect.
Yes, Submittable has helped establish improved customer relations. In our optional survey, we ask applicants to rate their experience using Submittable on a scale of 1-5, 5 being extremely satisfied. Our average response was 3.88. Customers that had applied on paper applications appreciated the updates to our processes after 30 years of consistency.
Do you think Submittable delivers good value for the price?
Are you happy with Submittable's feature set?
Did Submittable live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Submittable go as expected?
I wasn't involved with the implementation phase
Would you buy Submittable again?
Grant applications are an excellent use of Submittable. For the first time, we are now able to transition to not only digital applications, but digital applications that allow the capability to capture and analyze customer data once their application is submitted. Our team built in an optional customer feedback survey at the end of our applications that allow the applicant to be heard, thus improving customer relations with our team. Beyond the direct customer feedback, the reports feature grants our team insight to how much funds are being requested, which we can later compare to how much was allocated. We've started merging data we gain from Submittable into Tableau for insights into areas such as geographic distribution of funds, and subcategories that receive more (or less) funding than average.